Avaya Telecommunications Technician

GENERAL STATEMENT OF DUTIES AND RESPONSIBILITIES

Under the general supervision of the Director of Information Technology (I.T.), provides telecommunication/data support services for the Suffolk County Sheriff's Department, supports the Avaya telephone, voice mail and call accounting systems and is subject to assignment by the Information Technology Manager. Perform related work and duties as required.

SUPERVISION RECEIVED

Works under the general supervision of the I.T. Director

DUTIES AND RESPONSIBILITIES

1. Responsible for efficient operation of the department telephone systems (Avaya S8800 Servers, Avaya Modular Messaging and VeraSmart CAS);
2. Maintain voice and data telecommunications network circuits and equipment;
3. Program system configurations of PBX/ call center and voice mail;
4. Voicemail support and program hardware/software system configurations;
5. Establish voice and data networks by running, pulling, terminating, and splicing cables with ability to diagnose and resolve issues with station cabling, repair/installation of telephones, station cabling and jacks;
6. Program features, establish connections and integrations, follow industry standards, and coordinate with contractors;
7. Perform add, move and delete of telephone stations, password resets, program feature changes and add/delete user mailboxes;
8. Verify service by testing circuits, equipment, and alarms and assist in identification and resolution of other vendor line/circuit problems;
9. Keeps supplies ready by inventorying stock, placing orders, and verifying receipts;
10. Flexibility and ability to learn and perform new duties and skills as assigned;
11. Complies with all written policies and procedures; and
12. Performs other duties and assignments as may be assigned.

QUALIFICATIONS

1. Prior experience with Avaya PBX and voice mail systems;
2. Extensive knowledge of PC functionality, connectivity and cabling requirements, application software installation, and troubleshooting required;
3. Ability to identify and test phone lines required;
4. Experience monitoring, maintaining and troubleshooting telecommunication equipment preferred;
5. Experience providing technical and customer support preferred; 
6. Knowledge of, compliance with, and enforcement of Department, as well as I.T. Division, policies preferred;
7. Experience with Windows 10, Microsoft Office;
8. Must possess excellent verbal and written communication skills;
9. Ability to interact with the public in a pleasant and discreet manner.  Ability to establish and maintain effective working relationships with individuals at all levels throughout the organization, in other agencies, and in private industry.  High levels of customer service, independence, leadership and willingness to write and maintain documentation.  Must perform duties with a high degree of confidentiality;
10. Ability to demonstrate initiative and to work with co-workers and consultants.  Self-motivator, ability to meet project deadlines and work on multiple projects simultaneously and ability to prioritize issues is essential;
11. Ability to complete moderate to complex level of qualitative and quantitative analyses.  Strong analytic and problem solving skills are required.  Ability to write effectively and maintain technical documentation.  Attention to detail is crucial.  Need for creativity, flexibility and organizational skills.  Ability to maintain accurate records; and
12. Ability to recognize networking or administrative problems and to recommend solutions to improve efficiency.

ESSENTIAL FUNCTIONS

1. Maintain voice and data telecommunications network circuits and equipment;
2. Program system configurations of PBX/ call center and voice mail;
3. Voicemail support and program hardware/software system configurations;
4. Establish voice and data networks by running, pulling, terminating, and splicing cables with ability to diagnose and resolve issues with station cabling, repair/installation of telephones, station cabling and jacks;
5. Program features, establish connections and integrations, follow industry standards, and coordinate with contractors;
6. Perform add, move and delete of telephone stations, password resets, program feature changes and add/delete user mailboxes;
7. Verify service by testing circuits, equipment, and alarms and assist in identification and resolution of other vendor line/circuit problems;
8. Regular, punctual and predictable attendance at assigned workplace and post.  Ability to work occasional nights or weekends on specific projects if necessary;
9. Compliance with security procedures;
10. Obeying moderately complex oral and written orders;
11. Communicating orally and in writing;
12. Dealing calmly and effectively with stressful situations, including emergencies; and
13. Exercising good judgment.

MINIMUM PHYSICAL REQUIRMENTS FOR ESSENTIAL FUNCTIONS

1. Ability to key necessary codes to program and format telephones;
2. Ability to run, pull, splice, and test telephone wires and data cables;
3. Ability to work under desks and cubicles to address connectivity issues;
4. Ability to lift 50 pounds overhead;
5. Ability to do overhead work;
6. Ability to read instrumentation and document recordings in logbooks and computer programs;
7. Ability to hear telephone ringing and audible alarms;
8. Ability to effectively communicate with others; and
9. Ability to stand and walk for periods of at least eight (8) hours.

ADDITIONAL FUNCTIONS OF POSITION

            Participation in mandatory training.